Experience Inc. Jobs

Service Manager, Hong Kong

Hong Kong

Job Responsibilities

• Lead the service organization across Hong Kong to cover all Hologic business units and products – develop service to become a business growth enabler.

• Achieve service P&L targets both on top-line service revenue and service profitability

• Produce excellent customer focused service experiences and outcomes enabling Hologic promoters

• Trend and improve service KPIs such as Net Promoter Scores (NPS), customer retention, system uptimes, and remote resolution rates

• Integrate disparate service organizational units to drive more effective and efficient service operations to direct end customers as One Hologic

• Simplify service operation complexities by identifying an improved to-be operational workflow model and structuring a plan to achieve the change

• Develop and manage the technical service team, execute and improve the technical service processes (including equipment installation, troubleshooting, technical training, incident resolution, and maintenance), and initiate & close service sales and billing activities

• Drive deeper engagement and performance expectations with partners & dealers across the region

• During pre-sales activities, work collaboratively with business teams to close deals and support customers with technology expertise and service capabilities

• Planning and Budgeting

• Drive and develop technical service strategy in line with business development needs

• Analyse market conditions to develop the strategy, offerings, and price of service catalogue items such as service contracts, warranties, spare parts, and labour of technical service/ repair to balance with market expectations

• Develop, monitor, and control department expense budget

• After-sales Service

• Development, evaluation, training, and daily management of the technical service team to ensure high level of service that corresponds to the company’s policy

• Manage and coordinate field installation activities for successful commencement of products in customers’ environments in compliance with local law and regulation governing product safety, installations, and operation directives

• Lead team to provide outstanding technical training for customers

• Equipment repair and maintenance activities, both proactive and reactive

• Provide answers to product related problems and advise customers of the best possible solutions

• Work with the operations team to control spare parts stock at a reasonable level so as to meet customer requirements

• Drive the development of the service business to achieve the service sales target

• Provide monthly reporting for service delivery, failure analysis, timely feedback, and analytical information of service performance

• People Management & Development

• Allocate and balance work across direct reports

• Review and provide timely performance feedback

• Recruit key talent, develop, and motivate

• Resolve people/functional issues in the team to achieve targeted performance and retain key talent

• Manage Service business partners, & collaborators to ensure smooth transition for all service activities

Job Requirement

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor degree or above in health-related or engineering / mechanical-related discipline

• Minimum 15 years technical service experiences for medical devices preferably in the maintenance sector

• More than 10 years’ experience in the world class multinational company in medical device or related field

• More than 8 years team management experience

• Proven knowledge of technical management, expertise across different business units containing products targeted at different markets and market segments

• Strong people management and development skills to successfully recruit and build the regional technical service team to support strategic growth targets

• Able to understand and solve technical and management problems effectively & efficiently

• Strong market knowledge, customer experience, and demonstrated relationships with business teams

• Excellent leadership, organized, and strong interpersonal skills to be able to communicate on different organizational levels up to and including CxO of customers and partners

• Demonstrate strategic thinking, pro-activeness with a sense of urgency, business & result, and focus on customer satisfaction

• Ability to work independently

• Fluent in written and spoken English and Chinese

• Proficient in MS Office, especially MS Excel, Word and PowerPoint and Chinese Word Processing